VIP5662 Sound cutting in/out constantly.

[CGirard]

Arris VIP5662W  4K

Sound cutting in and out constantly on all channels. My Prime channel works as well as Netflix.

I have replaced the box once through Bell. Worked fine for a bit.  Have now replaced 3 different HDMI cords.  Set digital audio output to both Auto and PCM.

Really starting to get fed up with service. Any help would be greatly appreciated. Thanks in advance.

[BellPatricia · Accepted solution]

Hi there @CGirard. Welcome to the Bell Community, and thanks for all of the troubleshooting steps you've completed.

Is this happening constantly, or at a certain time during the day? Do you notice any Internet issues when the audio cuts out? Are there any video/audio issues on the TV from other sources such as a DVD player?

If the sound continues to cut out a great tool to use is our Virtual Repair tool We recommend running it when the issue occurs as it will help detect and fix issues and optimize your service.

Let the Community know how everything goes.

- Patricia

[Menothappy]

It’s a constant problem I have the same issue. And it’s a new box as well as cables have been changed several times

[BellPatricia · Accepted solution]

Hi @Menothappy. Welcome to the Bell Community 🙂

In order for the Community to help, we invite you to share more information related to our questions in the thread above.

Also:

• Is this affecting all channels/shows and recordings, or just something specific?
• Is the receiver connected to Wi-Fi or directly to your modem via Ethernet?

Can you verify which Audio setting is selected, and let us know? On your remote click: Menu > Settings > Audio and visual > Digital audio.

Look forward to your reply,

- Patricia

[Menothappy]

It’s a continuous problem on all channels. Sounds cuts picture freeze sometimes. When whtching a recording it actually skips on its own. 
and that only on cable channels. It dose not do it while watching Netflix or amazone 

[BellPatricia]

Hi there @Menothappy.

Can you clarify if your receiver is connected to Wi-Fi or directly to the modem via Ethernet, and which Audio setting is selected?

If connected wirelessly, are you able to test a direct Ethernet connection?

If you haven't already, we also recommend using the Virtual repair tool that we linked to above. Simply run Virtual repair when you experience any trouble, it can help detect and fix issues as well as help optimize your service.

Let the Community know how everything is going.

- Patricia

[kobs]

Same here I'm new to bell switched last week and the sound is cutting in and out, very frustrating

[BellNick]

Hi there @kobs 
Thank you for your post and welcome to the Community.
Have you had a chance to try any troubleshooting steps listed above that you can share with the Community or how your service is set up?
Looking forward to hearing back.

[AlvinD]

Why does the sound lag the video by over a second on all my channels, even in the commercials? Have Homehub 3000 and VIP5662W Fibe receiver.

[AlvinD]

Found that a reset/reboot of the Fibe receiver appears to have fixed the problem.

[rprs]

I have the same issue and have replaced the receiver 1 time.  Tested with direct ethernet & wireless, still cutting in & out.  Set to digital audio and no change.  Used TV speakers and sound bar with wireless & IR  connection.

[BellPatricia]

Hi @rprs,

Welcome to the Bell Community.

Can you clarify which TV receiver you have?

We recommend plugging the receiver directly into your TV set, without any third party equipment in between. 

Please test that out, and let the Community know if you are still having trouble.

- Patricia

[RonM]

I've had similar ongoing issues. Have had modem replaced, TV boxes, cables, wifi pods as well. At least three visits from Bell techs. Found this thread. Was having the same problem again tonight. Very frustrating. Started looking around settings. In audio settings I turned off surround sound (I use only the TV's native speakers) and all the skipping and stuttering stopped immediately. It's still out of synch by a noticeable amount but at least I can understand the speakers. 

[Thosh]

We've experienced something similar, often paired with video glitches or freeze-up, on 2 of 3 VIP7802 receivers. I suspect it is a loss of synchronisation somewhere along the chain and might even be between the receiver and the TV. We've resolved it by rebooting the receiver or by restarting the TV and, notably, the one setup that has not given us these problems is connected to the newest TV but it's also the least watched. It was happening with annoying frequency a couple of months ago, not so much now, but maybe that's due to my wife having learned how to reboot and I haven't been hearing about it as much.

[JF448]

Same problem here. Sounds cuts. It was really anoying in front of all my family during SuperBowl weekend, did not make a hood press for Bell. All my other streaming devices are plugged with the same quality of cables, all plugged with ethernet cables and running 4k.

Only the bell box as that sound cutting problem. Tried everything seen on this thread but problem is still present. Can someone at Bell figure this recurent problem? Thank you